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Hi:
We are trying to cancel a dropbox charge that has been incurring on our Company credit card for sometime now. However, no one seems to be able to locate the account associated with it. We tried to do a credit card purchase look up and it didn't work (we assume it is because the expiration date changed and it was never updated on the account but since the card number is the same it can still be charged). We need to find a way to locate the account associated with this charge so we can cancel it. If we are unsuccessful, we will be calling our credit card company to block the charge moving forward.
- Hi Nicholas Contey, sorry to hear you're having issues with this.
Would it be OK if I reach out via the email address that's connected to your profile here, in our Community, in order to look further into this matter?
Thanks!
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- Please contact me per email. I do not have a ticket or means to continue this subscription every month. I did not give anyone permission or did not supply anyone my financial information. I expect your reply ASAP. Barbara Jamison
- Hannah
Dropbox Community Moderator
Hey Bjames, if you have a free Basic account, but got charged, you probably got charged for a different account.
Is the JesusPlease profile yours as well? Could it be possible that you're charged for that account instead?
And which account should we reach out to, please?
Ditto below:
"We are trying to cancel a dropbox charge that has been incurring on our Company credit card for sometime now. However, no one seems to be able to locate the account associated with it. We tried to do a credit card purchase look up and it didn't work (we assume it is because the expiration date changed and it was never updated on the account but since the card number is the same it can still be charged). We need to find a way to locate the account associated with this charge so we can cancel it. If we are unsuccessful, we will be calling our credit card company to block the charge moving forward. "
Yes, Megan - please do.
Megan, still waiting. As a reminder, the account associated with my email address is showing a Basic ("free") account, but you have been charging me $11.99/mo for the account for over a year now. The credit card was reissued 3 months ago with a new cc number and expiration date, and yet I am still being billed - presumably to the old cc number which my bank has helpfully forwarded to the new cc number - to DropBox's benefit! So even though I am paying you, DropBox won't let me associate either the billing history or credit card information with the only account I apparently have at DropBox. Help!
I am also trying to cancel a dropbox charge that has been incurring on my personal credit card for sometime now. However, this purchase was linked with an old email through my previous company. I am unable to log in and cancel. If I cannot access this account to cancel this charge, I will be calling my credit card company to block the charge moving forward.
- Hannah
Hey abelmonte12, sorry to see that you're having this issue.
I would suggest opening a private browsing/incognito window and going to this page: https://www.dropbox.com/support/billing-issues
From there you'll be able to submit a help request to our support team directly.
Once you have your ticket number, please send it to us here as well.
Thanks!
